Tried to get help with my generator that wouldn't start in August 2019. Never used apart from starting it up and running it for a hour twice a year. Ruby in their customer services gave me wrong information time and time again and after a month of hitting my head against a brick wall trying to get help I managed to speak to Dave Gordon, their General Manager. He was appalled by the service I had received and offered to take the machine back and repair it if it was possible. I sent a confirmation email referring to our conversation. Very soon after my wife was taken seriously ill with cancer. Then several months later a burst water pipe in lounge and then covid hit. The generator became a low priority over that time and had been put away and forgotten. Until the recent storms and we lost power for days. Referring back to the original email I sent a an email asking if the offer to help and the circumstances as to why I hadn't taken up his kind offer. Timeline :- 21st February 2022 : Sent email explaining the above .Acknowledgement of receipt, But no reply 24th February 2022 : Sent another email asking for a reply. No response. 1st March 2022: Spoke with Ryan he advised that Dave was away at an exhibition until next week, So went through it all with him as he couldn't find the original email and requested that I send it to him I'll make sure he gets it. I spoke with him again to confirm receipt and got an email:Ref 415418. 11th March 2022 : As still no response I rang again spoke with another member of staff, Again I went through it again who took my telephone number and advised me he would put a message on his desk, 18th March 2022 : Still no reply. Undeterred I rang again, again he was not in. I Went through the same process and told him how disgusted I was with the company and advised him I would be putting reviews on as many sites as I could find and write to their CEO Andy Wyatt, telling of my experience. He requested if I would hold off a couple of days and he would again get in contact with Dave Gordon. 21st March 2022. Still no reply. So my reviews are on their way. The irony is the service he was appalled about is only matched by his own.